Accurate Role Description

Transcription

1 Accurate Role Description Position: Accurate Role Description Position: Member Service Officer As at: June 2018 Behavioural Guidelines Specific examples of the types of behaviour the organization would see when this role is being performed well. Evidence (Metrics) The result (metric) or outcome measures that indicate a role priority is being delivered upon. Skill Capability The primary skills required to perform this role priority to a high standard.

2 Position Objective: Position Role Priorities 1. Provide an outstanding standard of member service in alignment with brand and values. 2. Enhance relationships with existing and potential members of Credit Union SA to generate sales that meet member s needs. Definitions Role Priority The key role responsibilities viewed by the organization as important to role success. These are not tasks, but overall big picture role responsibilities. Behavioral guidelines Specific examples of the types of behavior the organization would see when this role is being performed well. Evidence (metrics) The result (metric) or outcome measures that indicate a role priority is being delivered upon. Skill Capability The primary skills required to perform this role priority to a high standard. 3. Take ownership of day to day operational processes & ensure compliance with policy, procedures & legislative requirements. 4. Deepen member relationships by exploring opportunities for other Credit Union SA products and services. 5. Work collaboratively and contribute to building a supportive and high performance environment. P a g e 2

3 Role Priority 1 Behavioural Guidelines Evidence Metrics Skills Provide an outstanding standard of member service in alignment with brand and values. (20%) Create and build member relationships through curiosity and rapport building approaches. Greet members in a prompt, friendly welcoming manner and attend to their banking needs accurately and professionally. Coaching observations rated against skills competencies and values alignment achieves minimum of 80%. 5 member interactions per month to be rated. Identify member needs Build rapport & trust Problem solving & negotiation skills Time & self management skills Assume ownership of the member s query ensuring needs of members and prospective members are identified and met. Every piece of feedback from a member is logged in Prosper at the close of that interaction (as per agreed policy) Ensure a clear understanding of the call standards and service level requirements of Credit Union SA. Every interaction with member is logged in Prosper at the close of that interaction and follow-ups completed as per agreed policy. Resolve member complaints in a timely and professional manner within Credit Union SA policy and legislative requirements. 100% of complaints followed up within 24 hours. If complaint not resolved, complaint resolution process is applied. P a g e 3

4 Lodge and record feedback provided by members, staff and internal customers in a timely and accurate manner. Feedback from members internal customers and Team Leader/ Manager is 100% positive P a g e 4

5 Role Priority 2 Behavioural Guidelines Evidence Metrics Skills Enhance relationships with existing and potential members of Credit Union SA to generate sales that meet member s needs. (40%) Proactively develop and maintain a strong knowledge of products and services provided by Credit Union SA Conduct needs based conversations/interactions with members exploring all opportunities Monthly knowledge tests to be conducted with 80% or higher pass mark achieved. Coaching observations rated against skills competencies achieves minimum 80%. Achieve at least 95% of sales budget each month using Hologram/Prosper & regular team updates. Questioning & listening skills to determine member needs. Link product service & benefits to member needs. Attention to detail. Clear & open communication. Ability to identify and prioritize opportunities. Assume responsibility of own sales targets, setting strategies to meet them by working closely with manager and team leader. Increase members knowledge of their membership through provision of Credit Union SA s products & services consistent with values of cross sell, upsell and retention targets. Follow up members in a timely manner and proactively assess their needs to enhance their membership with Credit Union SA. Ensuring 100% of member follow ups are actioned by end of each week. P a g e 5

6 Role Priority 3 Behavioural Guidelines Evidence Metrics Skills Take ownership of day to day operational processes & ensure compliance with policy, procedures & legislative requirements (20%) Maintain up to date knowledge of all Credit Union SA s policies, procedures & legislative requirements. Process applications, transactions and instructions from members either face to face, by phone or any digital channel with the highest level of accuracy and professionalism. During DTT meetings (or schedule time) complete any allocated training. Quality checks and request manager entries reflect high levels of data entry and minimal error rate. Analytical skills Attention to detail Communication Time Management Complete and process forms and Request Manager entries that are relevant to members queries, with accuracy and in a timely manner. Feedback loops from other departments for improvement opportunities acted upon. Maintain member relationships by completing all member follow ups and in line with Prosper policy. Effectively using Outlook Calendar and/or diary to manage tasks and time efficiently. Ensure cash held in Teller drawer is under set policy guidelines for security reasons. Weekly spot checks on cash held by Team Leader or Branch Manager. P a g e 6

7 Role Priority 4 Behavioural Guidelines Evidence Metrics Skills Deepen member relationships by exploring opportunities for other Credit Union SA products and services (10%) Participate in outbound call plan utilising call report or other lists as provided and identify possible cross sell product opportunities Open the cross sell conversation in a values based way Record follow up of outbound call conversations in Prosper As per each call plan outbound member conversations as required Explore at least 2 additional product or service opportunities per member (unless fully serviced by CUSA) Call planning Questioning skills, link product/services, features & benefits to customer emotional needs Closing assertiveness, urgency, negotiation Empathy, rapport & relationship building & influencing Gain agreement on the cross sell need and deliver on next steps to close the opportunity Minimum of 1 additional product/ service sale or follow up recorded in Prosper Deepen the relationship by offering the member ongoing support and asking for referral business Obtain a minimum of one membership referral per quarter from an existing member. P a g e 7

8 Role Priority 5 Behavioural Guidelines Evidence Metrics Skills Work collaboratively and contribute to building a supportive and high performance environment. Ensure expectations of adherence to rosters and start times are met. Manager observations show adherence times and reflect punctuality. Time Management Communication Idea generation/creative Thinking (10%) Contribute to success through active participation in meetings, demonstrated by sharing ideas knowledge and experience Feedback from manager in Performance Diaries and meeting minutes supports contribution / process improvement efforts. Problem Solving Relationship Building Identify skills gaps and learning opportunities Offer ideas to improve processes and systems as part of the team As appropriate, establish, implement and participate in a structured interdepartment meeting (quarterly). Demonstrate supportive communication & build relationships with internal and external clients Participate in scheduled training sessions and during DTT meetings. Staff to take leadership role at selected DTTs. Take personal responsibility for bridging knowledge gaps and improving skills across the Credit Union s products and services. Follow through on personal skills and study plan. Staff to take leadership role at selected DTT s. P a g e 8

9 Credit Union SA Ltd ABN AFSL/Australian Credit Licence Number King William Street Adelaide SA 5000 Online FRM_H P a g e 9